Cell phone-less despite no arrears on account

<p>On 17 Feb 2017 I 'merged' my two Vodacom mobile phone accounts into one (the one had been in my name and the other in my husband's). This was done at Vodacom World in Midrand. (The staff were very helpful and I don't blame them for what follows) When the process had been completed, a credit limit bar was automatically activated due to the existing cell phone having a cap on expenditure which had already been reached. So far so good. But for the record – our family has never owed Vodacom any money in all the 17 years I’ve been with them, nor were the two separate accounts in arrears before we merged them.</p> <p>Vodacom World was not able to increase the credit limit, nor lift the block on the 2 phones now together on my account, and did not suggest that I could pay an amount in lieu of the surplus expense now reflecting on the account. They advised following up the next morning (a Saturday) at a Vodacom-shop, which I did. The shop did not know what to do, and advised phoning the Accounts Call Centre, which I did. I was told that it could only be sorted out on Monday.</p> <p>My daughter uses the one phone, so both my daughter and I were rendered phone-less over the next 4 days. We happened to be travelling together over the weekend, and had to phone repeatedly to have the block temporarily lifted. I then phoned the Accounts Call Centre on Monday morning, was told that it would be sorted out within "24 to 48 hours". I was also then told to phone Customer Service to log a request to increase the credit limit and unblock the phones. I did, and was given a reference number.</p> <p>I phoned after 2 days (and more than 48 hours) to enquire because the phones were still blocked. The Accounts Call Centre then told me I have to pay R2390.74, which is surprising as I had been told repeatedly when I phoned, that there was nothing owing on my account! Next I phoned Customer Service again – I was told that I had logged 3 requests in total and I simply had to wait! When I expressed dissatisfaction at this, I was put through to a new consultant who knew nothing about the problem.</p> <p>In fact, it happened every time I phoned, that I would have to repeat all the details of the problem to more than one consultant – and the reference number made no difference to this.</p> <p>I am SO tempted to simply close my Vodacom account and open a new account with another mobile phone company! I wish that Call Centre staff could understand that if they do their work properly, it builds customer loyalty.</p> <p> </p>